PRODUCTION SPECIALIST L2

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Key Responsibilities
Client Consulting & Solution Leadership
•    Lead client discussions to design and build HR & Benefits solutions aligned with business needs and best practices.
•    Act as a Subject Matter Expert (SME) for HR & Benefits and UKG Ready product capabilities.
•    Provide strategic guidance to clients on HR & Benefits processes, compliance, and system optimization.
•    Build strong relationships with key stakeholders and act as a trusted advisor.

Implementation Leadership & Delivery Ownership
•    Lead and manage end-to-end HR & Benefits implementations, ensuring quality, timelines, and client satisfaction.
•    Work cross-functionally with project teams, including Payroll, Time & Labor, and technical teams.
•    Ensure completion of project milestones and proactively manage risks, dependencies, and escalations

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Do

• • Key Responsibilities
    Client Consulting & Solution Leadership
    •    Lead client discussions to design and build HR & Benefits solutions aligned with business needs and best practices.

    Key Responsibilities
    Client Consulting & Solution Leadership
    •    Lead client discussions to design and build HR & Benefits solutions aligned with business needs and best practic
    •    Act as a Subject Matter Expert (SME) for HR & Benefits and UKG Ready product capabilities.
    •    Provide strategic guidance to clients on HR & Benefits processes, compliance, and system optimization.
    •    Build strong relationships with key stakeholders and act as a trusted advisor.

    Implementation Leadership & Delivery Ownership
    •    Lead and manage end-to-end HR & Benefits implementations, ensuring quality, timelines, and client satisfaction.
    •    Work cross-functionally with project teams, including Payroll, Time & Labor, and technical teams.
    •    Ensure completion of project milestones and proactively manage risks, dependencies, and escalations

    Provide strategic guidance to clients on HR & Benefits processes, compliance, and system optimization.
    •    Build strong relationships with key stakeholders and act as a trusted advisor.

    Implementation Leadership & Delivery Ownership
    •    Lead and manage end-to-end HR & Benefits implementations, ensuring quality, timelines, and client satisfaction.
    •    Work cross-functionally with project teams, including Payroll, Time & Labor, and technical teams.
    •    Ensure completion of project milestones and proactively manage risks, dependencies, and escalations

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver
 

No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: HRO . Experience: 3-5 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.